AccountId: 011433970860
ContactId: 5d370952-6e5d-461b-9c52-4d73f65b65d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128500 ms
Total Talk Time (AGENT): 76241 ms
Total Talk Time (CUSTOMER): 42896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/5d370952-6e5d-461b-9c52-4d73f65b65d3_20250108T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Bma Health, and I want to verify patients benefits eligibility.
[AGENT][NEUTRAL] Yeah, I can check benefits and eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] is spelled [PII]
[AGENT][NEUTRAL] OK, thank you, and but [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is uh.
[CUSTOMER][NEUTRAL] 02456504
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active, effective date was [PII], and this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays, and we're we need to look at outpatient benefits.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Uh, no, inpatient sick of, uh, follow up, yeah, follow up sick visit.
[AGENT][NEUTRAL] Inpatient. Got you.
[AGENT][NEUTRAL] OK, so inpatient, of course I will let you know verification of coverage is not a guarantee of payment for claims, um, so the inpatient benefit is $2500 max per calendar year, and I know the year just started, but I will still check to see if any of that has been used. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, none of that has been used so far this year.
[CUSTOMER][NEUTRAL] OK, I just need your name and the call reference number please.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] Last [PII] Was there anything else I could help you with, for [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you too.